Google discontinued the use of (POP3, IMAP). As a replacement, the SMA can access an inbox to retrieve emails using Google's Gmail API.

Configuration Steps

On Google Developer Console:

1. Go to the Google Developer Console and log in with a Google account (Note: This does not need to be the same account that we are going to use on the Service Desk queue. It is an account that will administer the Google Developer project)
2. In the “Select a project” dropdown dialog click on “NEW PROJECT”.
3. Give the project a Name and click “CREATE”.
4. If the project does not open right away, select the project from the dropdown menu above beside “Google APIs”.
5. Select on “ENABLE APIS AND SERVICES” on the project dashboard.
6. Search for the Gmail API. Click on it and select “ENABLE”.
7. On the GMAIL API screen, Select "Credentials" on the left panel below "Gmail API".
8. Select "+CREATE CREDENTIALS".
9. Select CONFIGURE CONSENT SCREEN.
10. Select EXTERNAL, then click CREATE
11. Fill out the OAuth consent screen form in the new window. This application will only be used for access token generation by the SMA admin so only minimal configuration is required (App name, User support email, Developer contact info/Email address).
12. Select “Save and Continue”.
13. Leave the scope section in blank. Select “Save and Continue”.
14. In the “Test User” section add the same email that is going to be used in the Service Desk queue as a test user.
15. Make sure that the info is correct in the "Summary" tab shown at the end of app registration process.
16. Select "Back to Dashboard" at the bottom of this screen.
17. Select "OAuth consent screen" on the left panel below "APIs & Services".
18. In the OAuth consent screen under "Publishing Status" make sure is on "Testing".
19. Select "Credentials" on the left panel below "APIs & Services".
20. Select "+CREATE CREDENTIALS".
21. Select "OAuth client ID".
22. From "Application type", select "Web Application".
23. Create a name and then under Authorized JavaScript Origins, click on +ADD URI then add the Appliance hostname with https example “https://kboxhostname”
24. Under Authorized redirect URIs click on +ADD URI then add the following “https://kboxhostname/common/authorize.php”, then click “CREATE”
25. Copy the “Client ID” and “Client secret”.

On the SMA:

1. Navigate the SMA Admin UI.
2. Go to Settings | Credentials.
3. Select “Choose Action” then “New”.
4. In the "Add Credential" screen, create a name for the credential.
5. Select "Gmail OAuth" as the Type.
6. Enter the "Client ID" from the earlier step.
7. Enter the "Client Secret" from the earlier step.
8. Click on "Authorize Credential".
9. A new window will open.
10. Log in with the Google account that is going to be used on the Service Desk queue.
11. You will be presented with the This app isn't verified screen. Click on Advanced, select Go to “Your app name“ (unsafe)". Verify that the app asking for permission matches the name of the app created before. (You can see the name of the App on Google APIs selecting “OAuth consent screen”).
12. Accept permissions requested:
    • "View your email messages."
    • "View and modify but not delete your email."
13. Click “Allow”.
14. Once it retursn to the SMA, click Save.
15. Test the new credential on the Service Desk Queue, selecting “Use Gmail for inbound emails” and then select the name of the credential from the drop down menu.

After the everything is set up go can go back to Gmail developer console to the "OAuth consent screen" under "Publishing Status" select "PUBLISH APP".

Troubleshooting:

• If the following message is displayed after clicking on the Authorize Credential:
  • Error: invalid_client
    • Verify the correct Client ID from the Create a Google Developer Project section above was entered
  • Error 400: redirect_url_mismatch
    • Make sure that Steps 23 & 24 were followed, which involved adding URIs.
• If the following message is displayed while saving the new Gmail OAuth credential after successfully Authorizing the credential
  • The supplied client id or secret is invalid.
    • Verify that the Client Secret entered matches the one created in the Create an Azure Active Directory App section above
• How to set up the SMA Service Desk to use Gmail SMTP